Client Success Manager (Central, Mountain, or Pacific US Time Zone)

ClearGov•Maynard, MA

35d•$65,000 - $80,000•Remote

About The Position

We’re looking for a Client Success Manager (CSM) with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The CSM will be charged with actively supporting the needs and requests of ClearGov’s civic and school district clients. The Client Success Manager will take ownership of ensuring that clients are maximizing the value they’re realizing from ClearGov as well as driving renewals of annual subscriptions. The CSM will be a key player on an incredible team as we execute our mission to help local governments take the next step from good to great.

Requirements

3 to 5 years of experience in customer service or a customer success position is strongly preferred
Possess at least 1 year of finance or accounting experience or a Bachelors Degree in Accounting or Finance
Exceptional ability to build strong client relationships by maintaining a high level of engagement, adoption, and communication
Proven ability to manage a portfolio of 100-125 clients of varying sizes, product mix, and budget cycles
Proficiency in mastering the features and functionality of multiple SaaS applications
Deep understanding of client concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Must be able to organize, prioritize, and execute short-term and long-term tasks with attention to detail and timing
Google Suite, ChurnZero, and Salesforce experience preferred

Nice To Haves

Experience working with local governments and school districts is a definite plus
Self-motivated, self-starter with a zeal to win
Great communicator; strong oral and written skills
Ability to think creatively and innovatively
Hands-on problem solver who enjoys cracking difficult nuts
Quick study – able to pick up and apply new concepts in a hurry
Track record of achievement
Enjoys working on and helping to build outstanding teams
Demonstrates an entrepreneurial spirit and gets stuff done
A sense of humor and don’t take themselves too seriously

Responsibilities

Proactively manage a portfolio of ~125 municipal clients to deliver continuous value
Advise clients on best practices for all products in the Budget Cycle Management suite
Consistently demonstrate knowledge of municipal finance best practices and stay up to date on requirements in the states you work with
Build strong client relationships by maintaining a high level of engagement, adoption, and communication
Conduct annual account performance planning and reviews with each client in your portfolio
Work closely with other members of the ClearGov team to fulfill client requests
Successfully renew annual client subscriptions and uncover cross-sell opportunities for members of the Sales team
Secure references, testimonials, and case studies
Keep internal systems current by logging communications, updating fields, and entering notes
Communicate client feedback to ClearGov product development regarding enhancements and usability improvements
Collaborate on process & system modifications to improve team success and enable growth